Thank you for forwarding this information to us. We are sorry the leather furniture has not performed as well as our customer had hoped. Our records indicate that our customer contacted us approximately a year after she had it with wear concerns. Even though no leather manufacturers offer...
leather wear warranties we offered our customer a one time opportunity to re-select or to have it repainted. We never heard back. Then, after another year we were contacted again and were told our customer was ill and unable to come in the year before. naturally getting the factory to help us with two year old furniture on a issue they dont warrant anyway is very difficult. However, in the interest of good will, we are willing to offer our customer a $500 in store credit towards something new and offer that new merchandise at our friends and family pricing making for a great savings opportunity. This offer will expire on 8/31/2016. Should they accept it, please it have them ask for our store manager when they arrive so they can be assured the highest level of service. Thank YouJohn F.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thanks for forwarding Mr [redacted]'s concerns. We are sorry he feels the way he does. Our records indicate that Mr [redacted] had a sofa and loveseat delivered on June 25, 2014. In Feb 2016 he called with a back spring issue on the loveseat. We went to the home to repair the spring and volunteered to add...
webbing in hopes to help improve upon the factories design because Mr [redacted] was a large man. We completed this out of warranty work for a modest fee. In Nov/Dec 2016 Mr [redacted] called with a broken strut in the back of the sofa. He agreed to have our tech come take a gander for $57 yesterday, 12/14/16. Our tech can easily fix for $57 but Mr [redacted] also wanted our tech to add the same webbing on the sofa as we did on the loveseat. Naturally, we can do this but there is a cost. Our tech does not believe it makes that big of a difference but can do it in about two hours and typically cost about $300 to do in the home. We were just at his house yesterday and have not even had a chance to call him today before we got this. Our call was to let him know the above and that we were willing to do it for half price ($150)to help him out. We intend to call him as planned. But we will not be able to make the redesign on a 2.5 year old sofa for $57. Wayside Furniture
Thank you for forwarding [redacted] concern to us. We are sorry for whatever miscommunication there was regarding the accidental stain and damage protection she decided to purchase. The insurance is indeed protection from accidents only, not unknown damage that is discovered.The need to know the...
incident..how, what, when it happened. Fortunately, as we speak it appears the cover is still available four years later and we offered to order new casings at wholesale prices. PLUS, if it helps, we are happy to match that price in a Wayside gift card to use on new furniture later. But as far as the insurance claim with [redacted] goes, Wayside cannot change the terms of the coverage. If [redacted]h purchases new casings we will send a gift certificate for that amount that can be used on a future purchase. Wayside
Initial Business Response /* (1000, 5, 2016/04/25) */
Thanks for forwarding [redacted]'s issue to us. She indeed did point out an error on a particular factory price list conversion. Unfortunately the software did not pick up that many style beds that include a headboard, foot board and rails and...
center support are not sold individually. In this case it would simply be too top heavy without the rails and foot board..ie a frame alone would not hold it up. We tried to thank [redacted] for bringing this to our attention with a $50 Wayside gift certificate and or an extra 10% off any other purchase.We have not been able to communicate this to her. We are very sorry for the inconvenience and can show her many other styles that are available alone.
Sincerely,
John
Initial Consumer Rebuttal /* (2000, 7, 2016/04/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/01/06) */
Thanks for bringing this to our attention. We feel the above information shows that Wayside went above and beyond on merchandise that was well our of warranty. We are sorry we cannot do more.
Initial Consumer Rebuttal /* (3000, 7,...
2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am very dissatisfied with this outcome. Your company WAS paid for a service (repair) and that service was null and void due to the carelessness of the delivery drivers. It is completely unjust. You cannot accept payment for a person's belongings for a repair and then return them in a damaged condition. The warranty DOES NOT MATTER- I paid for the repairs and you ruined my couch.
Final Business Response /* (4000, 9, 2016/01/13) */
[redacted] called disappointed about her three year old furniture that was purchased from our clearance outlet. We asked for pictures to see if there was something we could do to help even though it was well beyond any warranty. The upholstery appeared to be heavily used. The finish on the exposed accent trim was severely peeling and the end tables veneers were severely peeling.
We offered new furniture at friends and family prices or to pick up the furniture and do as good a job as we could trying to touch-up/repair for $99. (Mind you, we charge $85 to pick up and $85 to redeliver and most craftsman charge a min of $75/hr for repair. We picked up, made tremendous improvements to furniture that was in very bad shape and out of warranty and redelivered it for $99..a minimum of a $400 value for $99. Then they called and said we damaged their furniture. We have pictures of the furniture before and after. Rather than argue we agreed to mail them $200 and be done. Basically, we paid them $100 to help them on three year old furniture. We are sorry we cannot do anymore.
I am rejecting this response because:I will take my $181.00 plus tax and put it towards new furniture that we will be purchasing elsewhere. I'm not interested in purchasing furniture from a store that misleads their customers into spending money on a policy without giving them all the details on that policy. As a customer I should be given in writing exactly what is covered and what isn't. Very disappointed. [redacted]
Thank you for sharing the information. We are sorry to lose any customer and that our offer of a free gift card in the amount of the parts cost was not helpful.Wayside
Initial Business Response /* (1000, 7, 2015/11/12) */
Thank you for forwarding the information from [redacted]. I am very sorry and embarrassed for how she felt she was treated by one of our managers.
We try very hard to communicate the nature of natural stone to our customers before they...
decide to purchase it. Clearly we failed to do a good job in this case. We treat all of our customers equally in the cases where customers do not like the particular natural character of each individual piece. We try to educate them again on what the product is and often suggest re-selecting to a Formica product that is man made and uniform. Most people prefer the natural stone and once they understand that veining is common and part of the allure, they keep. If they are still not happy, we offer a one time chance to exchange with the one they saw on the floor at our expense. Our 78 years experience has shown that if we open more in the warehouse(if we even have) we end up opening many with no satisfaction and then have open tables in our warehouse and more frustrated customers. Stone is fragile, unique and very expensive to handle.
I am sorry this information was not delivered in a professional manner before she purchased or afterwards. I am happy to hear any suggestions on how we can help further.
Sincerely,
John F.
Initial Consumer Rebuttal /* (3000, 9, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate your response. I have spoke to other people that have purchased furniture from Wayside and they were equally as surprised as you that I was treated in the way in which I was treated. My conclusion is the disservice I felt and experience is your tenured Manager, Pat. You asked for suggestions, I believe he needs a refresher on customer service. I realize he may be in the protected age group, but because of him, a customer is lost. If ever you would like photos of the item which was brought to me, let me know.
Thank you once again for your response.
Thank you for forwarding this information to us. We are sorry the leather furniture has not performed as well as our customer had hoped. Our records indicate that our customer contacted us approximately a year after she had it with wear concerns. Even though no leather manufacturers offer...
leather wear warranties we offered our customer a one time opportunity to re-select or to have it repainted. We never heard back. Then, after another year we were contacted again and were told our customer was ill and unable to come in the year before. naturally getting the factory to help us with two year old furniture on a issue they dont warrant anyway is very difficult. However, in the interest of good will, we are willing to offer our customer a $500 in store credit towards something new and offer that new merchandise at our friends and family pricing making for a great savings opportunity. This offer will expire on 8/31/2016. Should they accept it, please it have them ask for our store manager when they arrive so they can be assured the highest level of service. Thank YouJohn F.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thanks for forwarding Mr [redacted]'s concerns. We are sorry he feels the way he does. Our records indicate that Mr [redacted] had a sofa and loveseat delivered on June 25, 2014. In Feb 2016 he called with a back spring issue on the loveseat. We went to the home to repair the spring and volunteered to add...
webbing in hopes to help improve upon the factories design because Mr [redacted] was a large man. We completed this out of warranty work for a modest fee. In Nov/Dec 2016 Mr [redacted] called with a broken strut in the back of the sofa. He agreed to have our tech come take a gander for $57 yesterday, 12/14/16. Our tech can easily fix for $57 but Mr [redacted] also wanted our tech to add the same webbing on the sofa as we did on the loveseat. Naturally, we can do this but there is a cost. Our tech does not believe it makes that big of a difference but can do it in about two hours and typically cost about $300 to do in the home. We were just at his house yesterday and have not even had a chance to call him today before we got this. Our call was to let him know the above and that we were willing to do it for half price ($150)to help him out. We intend to call him as planned. But we will not be able to make the redesign on a 2.5 year old sofa for $57. Wayside Furniture
Thank you for forwarding [redacted] concern to us. We are sorry for whatever miscommunication there was regarding the accidental stain and damage protection she decided to purchase. The insurance is indeed protection from accidents only, not unknown damage that is discovered.The need to know the...
incident..how, what, when it happened. Fortunately, as we speak it appears the cover is still available four years later and we offered to order new casings at wholesale prices. PLUS, if it helps, we are happy to match that price in a Wayside gift card to use on new furniture later. But as far as the insurance claim with [redacted] goes, Wayside cannot change the terms of the coverage. If [redacted]h purchases new casings we will send a gift certificate for that amount that can be used on a future purchase. Wayside
Initial Business Response /* (1000, 5, 2016/04/25) */
Thanks for forwarding [redacted]'s issue to us. She indeed did point out an error on a particular factory price list conversion. Unfortunately the software did not pick up that many style beds that include a headboard, foot board and rails and...
center support are not sold individually. In this case it would simply be too top heavy without the rails and foot board..ie a frame alone would not hold it up. We tried to thank [redacted] for bringing this to our attention with a $50 Wayside gift certificate and or an extra 10% off any other purchase.We have not been able to communicate this to her. We are very sorry for the inconvenience and can show her many other styles that are available alone.
Sincerely,
John
Initial Consumer Rebuttal /* (2000, 7, 2016/04/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/01/06) */
Thanks for bringing this to our attention. We feel the above information shows that Wayside went above and beyond on merchandise that was well our of warranty. We are sorry we cannot do more.
Initial Consumer Rebuttal /* (3000, 7,...
2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am very dissatisfied with this outcome. Your company WAS paid for a service (repair) and that service was null and void due to the carelessness of the delivery drivers. It is completely unjust. You cannot accept payment for a person's belongings for a repair and then return them in a damaged condition. The warranty DOES NOT MATTER- I paid for the repairs and you ruined my couch.
Final Business Response /* (4000, 9, 2016/01/13) */
[redacted] called disappointed about her three year old furniture that was purchased from our clearance outlet. We asked for pictures to see if there was something we could do to help even though it was well beyond any warranty. The upholstery appeared to be heavily used. The finish on the exposed accent trim was severely peeling and the end tables veneers were severely peeling.
We offered new furniture at friends and family prices or to pick up the furniture and do as good a job as we could trying to touch-up/repair for $99. (Mind you, we charge $85 to pick up and $85 to redeliver and most craftsman charge a min of $75/hr for repair. We picked up, made tremendous improvements to furniture that was in very bad shape and out of warranty and redelivered it for $99..a minimum of a $400 value for $99. Then they called and said we damaged their furniture. We have pictures of the furniture before and after. Rather than argue we agreed to mail them $200 and be done. Basically, we paid them $100 to help them on three year old furniture. We are sorry we cannot do anymore.
I am rejecting this response because:I will take my $181.00 plus tax and put it towards new furniture that we will be purchasing elsewhere. I'm not interested in purchasing furniture from a store that misleads their customers into spending money on a policy without giving them all the details on that policy. As a customer I should be given in writing exactly what is covered and what isn't. Very disappointed. [redacted]
Thank you for sharing the information. We are sorry to lose any customer and that our offer of a free gift card in the amount of the parts cost was not helpful.Wayside
Initial Business Response /* (1000, 7, 2015/11/12) */
Thank you for forwarding the information from [redacted]. I am very sorry and embarrassed for how she felt she was treated by one of our managers.
We try very hard to communicate the nature of natural stone to our customers before they...
decide to purchase it. Clearly we failed to do a good job in this case. We treat all of our customers equally in the cases where customers do not like the particular natural character of each individual piece. We try to educate them again on what the product is and often suggest re-selecting to a Formica product that is man made and uniform. Most people prefer the natural stone and once they understand that veining is common and part of the allure, they keep. If they are still not happy, we offer a one time chance to exchange with the one they saw on the floor at our expense. Our 78 years experience has shown that if we open more in the warehouse(if we even have) we end up opening many with no satisfaction and then have open tables in our warehouse and more frustrated customers. Stone is fragile, unique and very expensive to handle.
I am sorry this information was not delivered in a professional manner before she purchased or afterwards. I am happy to hear any suggestions on how we can help further.
Sincerely,
John F.
Initial Consumer Rebuttal /* (3000, 9, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate your response. I have spoke to other people that have purchased furniture from Wayside and they were equally as surprised as you that I was treated in the way in which I was treated. My conclusion is the disservice I felt and experience is your tenured Manager, Pat. You asked for suggestions, I believe he needs a refresher on customer service. I realize he may be in the protected age group, but because of him, a customer is lost. If ever you would like photos of the item which was brought to me, let me know.
Thank you once again for your response.